What Great Service Leaders Know and Do

Creating Breakthroughs in Service Firms

How can companies design a strategy to compete with the fast-growing, complex service sector?

By James Heskett , W. Earl Sasser and Leonard A. Schlesinger Read by Wayne Shepherd Business & Investing / Nonfiction / Self-Help English, Unabridged 7h 23m Sell Sheet Also available on
Format Release Date List Price Your Price ISBN
1 MP3 CDs September 14, 2015 $24.99 $14.99 9781681419664 Add to Cart
7 Audio CDs September 14, 2015 $39.99 $29.99 9781681419657 Add to Cart

Part of the Berrett-Koehler on Dreamscape series.

							The service sector has grown to become 80% of the US economy, yet it's poised for a revolution in personalization, big data, and complexity. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership: the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into owners who will help you develop new services, refine existing ones, and recommend your company so enthusiastically they essentially become marketers. The book concludes with a look at the challenges and trends that will shape service leadership in years to come.